Diploma of Customer Contact

This qualification reflects the role of individuals who typically manage complex multi-channel customer interactions, including tending to the training needs of others and promoting continuous process improvements, often in the capacity of a manager and with full authority to delegate.

Duties at this level may include all or some of the following functions: developing policy; making decisions and applying targets, such as KPIs; developing or contributing to organisational strategy; building capability and capacity within an organisation; coaching staff and handling complaints; scheduling and organising; interrogating systems; and building data capture processes.

Candidates undertaking this qualification require sound relationship management skills.

They may provide technical advice and support to a team.

Job roles

Possible job roles relevant to this qualification include:

contact centre manager

customer contact segment manager

quality assurance officer

customer contact coach



complex enquiry customer contact manager.


Total number of units = 10

3 core units plus

7 elective units of which:

2 units must be from Group A elective units below

the remaining 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

up to 2 units may be from a Certificate IV level qualification.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

add topic BSBCCO504A Integrate customer contact operations in the organisation

add topic BSBLED501A Develop a workplace learning environment

add topic BSBMGT516C Facilitate continuous improvement

Elective units

Group A

add topic BSBAUD501B Initiate a quality audit

add topic BSBCCO501B Develop business continuity strategy

add topic BSBCCO502A Establish a multicentre

add topic BSBCCO503A Manage data interrogation

add topic BSBCCO601B Optimise customer contact operations

add topic BSBCCO602B Manage customer contact information

add topic BSBCCO603B Design and launch new customer contact facilities

add topic BSBCCO604B Develop and maintain a service level strategy

add topic BSBCCO605B Develop and maintain a customer contact marketing strategy

add topic BSBCCO606B Forecast and plan using customer contact traffic information analysis

add topic BSBCCO607B Manage customer contact centre staffing

add topic BSBCCO608B Manage customer contact operational costs

add topic BSBCUS501C Manage quality customer service

add topic BSBSLS501A Develop a sales plan

add topic BSBSLS502A Lead and manage a sales team

Group B

add topic BSBCCO403A Schedule customer contact activity

add topic BSBCCO407A Administer customer contact technology

add topic BSBCOM501B Identify and interpret compliance requirements

add topic BSBCOM502B Evaluate and review compliance

add topic BSBCOM503B Develop processes for the management of breaches in compliance requirements

add topic BSBCOM601B Research compliance requirements and issues

add topic BSBCOM602B Develop and create compliance requirements

add topic BSBCOM603C Plan and establish compliance management systems

add topic BSBDIV601A Develop and implement diversity policy

add topic BSBHRM402A Recruit, select and induct staff

add topic BSBHRM503B Manage performance management systems

add topic BSBHRM604A Manage employee relations

add topic BSBINM501A Manage an information or knowledge management system

add topic BSBINN502A Build and sustain an innovative work environment

add topic BSBITA601A Configure and optimise customer contact technology

add topic BSBLED502A Manage programs that promote personal effectiveness

add topic BSBLED701A Lead personal and strategic transformation

add topic BSBMGT605B Provide leadership across the organisation

add topic BSBMGT615A Contribute to organisation development

add topic BSBMGT618A Develop a contact centre business plan

add topic BSBMKG610A Develop, implement and monitor a marketing campaign

add topic BSBOHS509A Ensure a safe workplace

add topic BSBPUB504A Develop and implement crisis management plans

add topic BSBRSK501B Manage risk

add topic BSBSUS501A Develop workplace policy and procedures for sustainability

add topic BSBWOR403A Manage stress in the workplace

add topic BSBWOR502B Ensure team effectiveness


    Pathways into the qualification

    Preferred pathway for candidates considering this qualification include:

    BSB40311 Certificate IV in Customer Contact or other relevant qualifications

    vocational experience assisting in a range of support roles without a formal business qualification.

    Pathways from the qualification

    BSB60407 Advanced Diploma of Management or a range of other Advanced Diploma qualifications.

Entry Requirements

There are no entry requirements for this qualification.

Licensing Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Employability Skills

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill

Industry/enterprise requirements for this qualification include:


transferring information centre's operational plans, goals, new products and services to team and project members

reading and interpreting a range of reports and information

writing team and project plans, documents and reports


developing a team culture and identity

managing a team and applying knowledge of one’s own role to achieve team goals

working with diverse persons and groups


analysing information and reports

dealing with complex customer complaints and escalations

working through alternatives and improvements

Initiative and enterprise

contributing to suggestions for improvements to products, services and processes

supporting operational plans and organisational goals

Planning and organising

developing team plans

managing learning and development plans for team members

planning team resources, targets and performance levels


managing own performance and motivating others

managing own time and work priorities

managing stress in the workplace


learning new ideas, skills and techniques

providing appropriate information on systems, products and services to team members


using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email

using technology to assist the manipulation of information and to maximise performance